At 1Password, we’re building a customer-driven product that adds so much value to people’s lives every day, and we love our customers. Our Customer Support team is dedicated to ensuring new and existing customers are equipped to use 1Password confidently and get help when they need it.
As a Customer Support (CS) QA Analyst, you’ll be putting yourself in our customers’ shoes. We’re looking for someone with a background in customer service or QA who’s not afraid to help their teammates improve their writing style and efficiency, and overall learn better ways of doing things.
Day to day, you’ll be reviewing replies our Customer Support Specialists send, then offer feedback to them during performance review cycles. You’ll be looking for accuracy, formatting, tone, grammar, efficiency, and more to ensure that our team is sending consistent, caring, human replies to each customer and maintaining a relationship that would make you, as a customer, smile. 😊
What we’re looking for
An incredibly high attention to detail: Your friends say that you’re always helping others improve their grammar and you can spot a single misspelled word in a paragraph of text.
A high EQ: With that first point in mind, you have a good sense of when to help people improve and can communicate that well. You can also put yourself in the customer’s shoes and evaluate weather a reply was helpful and positive.
Someone motivated to help others succeed: Whether someone sent a curt reply to a customer or they’re having a hard time communicating how to follow steps, you’re eager to help them improve and learn along the way. Your a natural at coming up with ways to improve efficiency as well, and bring delight to the people you work with.
A strong level of ownership, confidentiality, attention to detail, and a knack for organizing processes using all three.
Communication skills that adapt: You can handle difficult situations and conversations with poise and professionalism, while retaining human touches.
Optimism and positive written tone, even when its raining and you forgot your umbrella (free shower!).
Optional: You have personal experience with 1Password or another password manager. While not required, it’ll help you quickly have confidence in this role.
What you can expect
Meet the Customer Support manager, People Business Partner (PBP) for Customer Support, and others on the team you’ll be working with.
Read our feedback documentation and some past performance reviews, getting acquainted with the current review process, what we look for during reviews, and the tools we use.
Answer a few customer support requests get to know our customers.
Start reviewing teammates with the assistance of the CS PBP and sit in on paired calls with the CS Manager and CS PBP.
Review CS team replies and collect and organize feedback from Team Leads independently, sharing with the PBP prior to submitting.
Schedul all review calls with the CS Manager and keep note of conversations.
Begin reviewing feedback from Team Leads to their team members for validity and work with them and you’re own team to improve the process.
By now you’re creating reviews for all Customer Support members during review cycles.
You’re the expert on our feedback guidelines and assist Team Leads if they’re unsure where to rank their team members. You’ll also be working with the CS PBP to improve the guidelines as you go.
You’ve had exposure to almost all of the review scenarios: Great ones, improvement needed, onboarding reviews, bi-annual reviews, and annual reviews.
You’re an expert in our security and customer support practices and people now come to you with questions about both.
To apply for this job please visit onepassword.homerun.co.